Client journey mapping has been rising on the agenda in professional services for the past few years, but precious few firms have so far grasped the nettle. Done well, client journey mapping can be transformative in revealing hidden pain points and unlocking excellence in client experience.

We were delighted to be joined by Sophia Exintaris, a seasoned professional in user experience, service blueprinting and innovation who shared how MBD teams can lead the way in bringing this topic to the table.

Using visuals, real life stories, and practical walkthroughs of as-is and future-state mapping, Sophia demonstrated how to drive strategic change – whilst managing business as usual. She shared key methodologies such as the Minimal Viable Map and Parallel Thinking, how MBD professionals can share client journey mapping concepts with colleagues to drive service enhancements, and how cross-functional collaboration can accelerate results.

Members can watch the full webinar here:

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